Lead, Customer Experience Research

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Spearhead intricate, high-impact research projects from inception to completion, encompassing the formulation of business inquiries, research strategy, execution, synthesis, storytelling, and activation of insights.

• Create strategic research plans and timelines in collaboration with business and product leaders.

• Convert vague business challenges into precise research questions and evidence-driven decisions.

• Establish and advocate for research best practices, standards, and frameworks.

• Conduct and supervise quantitative, qualitative, and mixed-methods research initiatives.

• Aggregate insights across various studies and data sources to pinpoint customer needs, experience gaps, emerging trends, and strategic opportunities.

• Transform research outcomes into narratives and actionable recommendations for senior leadership.

• Provide daily leadership to researchers, including guidance, prioritization, coaching, feedback, and professional development.

• Take on formal leadership responsibilities, including the management and development of direct reports as the function expands.

• Contribute to Cencora’s research practice and foster a culture centered on customer-focused, evidence-based decision-making.

• Report to the Director of Insights and Intelligence.

• Collaborate with the CX Strategy Team and stakeholders across product, strategy, marketing, and additional business functions.

⛳️ Requirements

• Over 7 years of experience in customer experience, market, or related research fields.

• Proven record of independently leading complex research initiatives with significant outcomes.

• At least 3 years of experience mentoring, coaching, or guiding other researchers.

• Formal training in research methodology, behavioral science, study design, and analysis.

• Bachelor’s degree in market research, Psychology, Cognitive Science, Human Centered Interaction (HCI), Human Factors, Sociology, Anthropology, or another research-focused discipline with formal research methodology and design training.

• A portfolio showcasing previous work experience and deliverables.

• Advanced expertise in qualitative and quantitative methodologies, including survey development and in-depth interviewing.

• Proficient in survey and research platforms such as Qualtrics, UserTesting, and Medallia.

• Working knowledge of statistical analysis and data interpretation, encompassing descriptive and inferential statistical techniques.

• Experience with data analysis and visualization tools like Excel, Tableau, SPSS, SAS, Jamovi, R, and Python.

• Familiarity with synthesizing and analyzing both qualitative and quantitative datasets.

• Experience conducting or strong familiarity with Bayesian statistics.

• Knowledge of collaboration tools such as Mural and Miro.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.

• Reasonable accommodations during the employment process.